Temporary Team Lead (North Carolina)

PartnerHero; Greensboro (NC); Remote; USD 35,000 - 55,000; Full time

Job summary

PartnerHero seeks individuals for a temporary Customer Support role, offering the chance to work remotely in North Carolina. Candidates will represent Partner Support, engage in training, and contribute to operational improvements. This role is ideal for those seeking to apply their customer service skills in a supportive environment with evolving responsibilities.

Benefits

Hybrid workplace options

Competitive compensation

Attractive benefits package

Access to fitness workouts

Paid Sabbatical Leave

Training opportunities

1-on-1 coaching

Qualifications

• Proficiency in data analytics and strong problem-solving skills.
• Ability to communicate and document work effectively.
• Experience in delivering training and support to staff.

Responsibilities

• Representing Partner Support in cross-functional meetings.
• Supporting onboarding and training of partner support team members.
• Monitoring team performance and analyzing data trends.

Skills

Data analytics

Problem-solving

Customer service

Effective communication

Time management

Training and development

Job description

Role Details

Role Type: Temporary (3-4 months)
Work type and Location: Remote - North Carolina
Training Schedule: 6:00am - 3:00pm PST, (1-week duration)
Work Schedule: 6:00am - 3:00pm PST, Monday - Friday | Weekends off
Expected Start Date: July 10th, 2023

About The Role

Do you like helping others? PartnerHero is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career.

The reason you join won’t be the reason you stay.

You’ll Be...

• Representing Partner Support as product and process Subject Matter Experts (SME) in cross-functional meetings and projects; operationalize outcomes of the meetings in alignment with Partner Support management
• Participating in Partner Support recruiting efforts
• Supporting the onboarding and ongoing education of partner support team members
• Acting as an escalation point and coach by providing moment-of-need product and process insights to Product Support Specialists
• Producing weekly field reports of biweekly Lead coaching connections including QA results, recommendations, customer satisfaction score review, training remediation, trends in metrics, and general observations of how managers can pursue 1:1 time with the team
• Tracking and monitoring daily operations of the Partner Support team leveraging service quality reports, data analytic tools, and resources to provide necessary updates to Partner Support managers
• Collaborating with Partner Support management to coordinate strategic communication efforts
• Collaborating with Lead colleagues to inform, influence and maintain requirements for process and procedures as well as ideate goal development for the Partner Support team
• Collaborating as Partner Support product and process SME’s to ensure the accuracy of facts and details pursuant to the partner's product suite and Partner Support processes and resources
• Working cross-functionally to provide insights and to help inform stakeholder decisions regarding incident resolutions, new product, or feature releases, technical escalations, or User Acceptance Testing (UAT)
• Monitoring and analyzing team data for performance trends to help inform or modify team KPI’s.
• Supervising operational efficiency of the team by monitoring Quality Assurance (QA) program feedback, leading workforce management tasks and reporting operational anomalies to Partner Support management
  

What you bring to the table

• Proficient data analytics and problem-solving skills
• Ability to write and communicate effectively, in a timely manner, as well as document work accurately
• Ability to organize time effectively, determine priorities and move work forward
• Ability to teach support skills and techniques and to develop and deliver training to Tier 1, Tier 2, and contracted staff
• Strong attention to and affinity for detail
• Ability to be flexible and adjust easily to shifting priorities
• Skilled in customer support activities; strong customer service attitude with a commitment to follow through
• Demonstrated ability to work effectively with a wide range of individuals
• Ability to leverage adult learning methodologies to drive engagement during training efforts
• Ability to flex schedule as needed to meet the business needs
• Willingness and ability to learn other products and perform other duties as assigned
• Ability to motivate and lead work through others
  

What We Provide

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
  

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging and opportunity.

Read more about our Core Values and story here .

PRIVACY NOTICE

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To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here .

About the company

We build globally distributed teams of exceptional individuals who provide next level customer experiences and innovative solutions for companies of all sizes.

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